Webex Channel Integration Framework Dynamic 365 Case Creation

keysersozeeey — Wed, 10 Sep 2025 11:08:42 GMT

Hi,

I have a couple of questions regarding case creation in the Webex CIF Integration with Microsoft Dynamics:

1. Automatic Case Creation During a Call

Can Webex Contact Center automatically create a new case in Dynamics during a call with a customer?

I came across the following configuration in the documentation:

"createCaseRecordConfig": [ { "CadFieldName": "contactId", "msDynamicsFieldName": "customerid", "isDefaultValueEnabled": false, "defaultFieldValue": "" }, { "CadFieldName": "ivrDescription", "msDynamicsFieldName": "title", "isDefaultValueEnabled": true, "defaultFieldValue": "case created by webexcc" } ]

Does this configuration enable automatic case creation when a call is initiated or connected?

2. List of Supported CadFieldName Values

Is there a complete list of all supported values for the CadFieldName field?

Re: Webex Channel Integration Framework Dynamic 365 Case Creation

keysersozeeey — Mon, 15 Sep 2025 03:21:14 GMT

topic Webex Channel Integration Framework Dynamic 365 Case Creation in Webex for Developers

Webex Channel Integration Framework Dynamic 365 Case Creation

1. Automatic Case Creation During a Call

2. List of Supported CadFieldName Values

Re: Webex Channel Integration Framework Dynamic 365 Case Creation